The Role Summary

We are a modern travel company specialising in adventure holidays and small group guided

tours worldwide. We combine market-leading technology with exceptional people to deliver

inspiring, seamless customer journeys.

This role sits at the heart of the business — owning the full customer lifecycle from first

enquiry through to departure.

You will be responsible for converting customer enquiries into bookings, then managing and

supporting those customers pre-departure, ensuring every trip is perfectly prepared and

every customer feels confident, excited, and looked after.

This is a hybrid sales + service role, ideal for someone who thrives on both closing deals and

delivering outstanding customer experience.

This role reports into the Travel Experience Team Lead.

Core Objectives

● Convert inbound enquiries into bookings at a high rate

● Ensure Trade bookings are fully processed

● Deliver market-leading service throughout the journey

● Ensure every customer is fully prepared and ready to travel

● Maximise revenue through upsells and repeat business

● Take full ownership of your customers from enquiry to departure

World Adventures - Confidential

Key Responsibilities

1. Sales & Conversion

● Manage inbound enquiries across phone, email, chat and CRM (across direct customers

and trade enquiries)

● Convert enquiries into bookings using strong consultative sales techniques

● Follow up leads proactively to maximise conversion

● Maintain accurate records in CRM / mid-office systems

● Cross-sell and upsell (flights, accommodation, transfers, extras)

2. Customer Experience & Pre-Departure Service

● Act as the main point of contact for customers after booking

● Handle all pre-departure queries efficiently and professionally

● Ensure all booking elements are completed:

○ Traveller details

○ Payments & balance collection

○ Documentation & vouchers

○ Final joining instructions

● Manage amendments, changes and operator communications

3. Revenue Growth & Commercial Focus

● Maximise ancillary revenue through proactive customer contact

● Recommend relevant upgrades and additional products

● Drive repeat bookings and referrals through exceptional service

● Use preferred partners and suppliers where appropriate

4. Systems, Process & Organisation

● Use CRM and communication tools to manage pipeline and customers

● Maintain clear, accurate and up-to-date booking records

● Ensure all tasks and workflows are completed on time

● Identify opportunities to improve processes and customer journey

● Work collaboratively with sales, service, and operations teams

World Adventures - Confidential

5. Customer Communication Excellence

● Deliver fast, clear and engaging communication

● Manage expectations and resolve issues proactively

● Provide a seamless omnichannel experience (phone, email, chat)

● Build trust and long-term relationships with customers

Who We’re Looking For

Mindset

● Takes full ownership of customers and results

● Highly organised and able to manage multiple bookings at once

● Commercially aware with a focus on revenue and efficiency

● Calm under pressure and solution-oriented

● Strong team player with excellent communication

Skills & Experience

● Minimum 2 years’ experience in travel sales, customer service, or similar

● Proven ability to convert enquiries into bookings

● Experience managing customers post-sale / pre-departure

● Comfortable using CRM systems and communication tools

● Strong written and verbal communication skills

● Organised with high attention to detail

Key Performance Indicators (KPIs)

● Conversion rate (%)

● Revenue per booking

● Ancillary revenue per customer

● Customer satisfaction / NPS

● Booking accuracy and completion rates

● Response times to enquiries and customer queries

World Adventures - Confidential

Package

● Minimum base salary of £30k

● Eligibility to the commission scheme (expected OTE £35k - £45k)

● Office based 3 days per week

● 25 days holiday plus bank holidays

● Eligibility for application to FAM trips

● Discounts available on trips

● 10% discount for friends and family

● 1 months notice period

Do you operate adventurous holidays or tours and want to sell them through our website? Partner with us and it can happen!

If you're interested in working with us please email us on hello@theadventurepeople.com.